Support Analyst

Cynet Systems Inc; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A tech solutions company in Toronto is seeking a Conversation Designer to develop and test engaging chat conversation flows. The ideal candidate will have at least 2 years of experience in linguistic analysis or conversation design, along with exceptional creative thinking and writing skills. This role requires collaboration with various teams to ensure seamless customer interactions through innovative solutions.

Qualifications

• 2 years experience in linguistic analysis or conversation design.
• Ability to develop engaging chat conversation flows.
• Experience working in content development roles.

Responsibilities

• Design and test chat conversation flows and user journeys.
• Liaison with the delivery team to ensure intuitive conversations.
• Develop mockups and creative prototypes.

Skills

Creative thinking

Writing skills

Persona building

Team collaboration

Job description

Responsibilities

• Translation should factor in user personality character tone meaning not literal translation and human user interactions
• Responsible for Designing and testing of chat conversations flows and user journeys based on different bot personas
• Thinking of different ways in which a user can speak with a Human or Bot agent
• Liaison between Delivery team in order to ensure delivery of intelligent and intuitive conversations for ease of customer understanding
• Develops mockups flows redlining and other creative prototyping related items
• Sign off testing after defects are resolved.

Experience Required

• Exceptional creative thinking writing and persona building skills.
• 2 years experience in linguistic analysis Conversation design copy editing or similar role preferred in Content development roles.
• Innovative thinker with the ability to come up with creative solutions.
• Team player with excellent interpersonal skills and ability to influence collaborate and communicate to internal resources and external vendors.

Nice to Have Skills

• Knowledge of insurance domain industry.
• Familiarity with chatbots voice enabled devices or other conversational channels.
• Familiarity with social channels like Slack FB Twitter Skype MS Teams etc.
• Storyteller and editorial mindset with an ability to predict audience preferences.